Deputy General Manager CRM

Roles and Responsibilities:

1. Ensure that the personnel communicates consistently with the customers.
2. Ensure that customer queries are responded to satisfactorily.
3. Ensure escalation of the queries to self or superiors based on requirement.
4. Liaise with various departments to ensure that queries are clarified to satisfaction.
5. Ensure that the reports on outstanding are checked and action items are clarified.
6. Revamp processes to better productivity.
7. Customer experience and cost effectiveness.
8. Team building /people development/ goal alignment.
9. Transitioning /Building the operations for the organization.
10. Monitor day to day performance of the employees.
11. Provide market intelligence to the top management for specific locations based on information gathered facilitate project financial tracking.
12. Revenue generation & Upselling.
13. Handling the overall CRM activities from onboarding till possession.
14. Should have Experience in CRM Collection role.
15. Use of Customer Journey Mapping to chart out the entire customer life cycle, with keen focus on optimizing the service journey, Moments of truths.
16. Ensuring the highest standards of compliance and governance in all the documentation and closures of sales.
17. Out-of-the-Box thinker with a proven track record of increasing revenues, establishing channel network, streamlining workflow and creating a team work environment to increase market share.

Technical & Analytical Skills:

CRM System Proficiency.

Time Management

Leadership

Customer Service.

Good in Communication skills